{"id":276,"date":"2013-11-01T09:00:26","date_gmt":"2013-11-01T09:00:26","guid":{"rendered":"http:\/\/blog.practicesolutionsinc.net\/?p=276"},"modified":"2013-11-01T09:00:26","modified_gmt":"2013-11-01T09:00:26","slug":"delivering-w-o-w-service","status":"publish","type":"post","link":"https:\/\/www.practicesolutionsinc.net\/blog\/2013\/11\/delivering-w-o-w-service\/","title":{"rendered":"Delivering W.O.W. Service!"},"content":{"rendered":"<p>This month&#8217;s is all about delivering W.O.W. Service!\u00a0 I might as well confess right here right now&#8230;I am an acronym addict!\u00a0 I absolutely love them! W.O.W is an acronym for <em>Weed Out the Weeds<\/em>!\u00a0\u00a0<\/p>\n<p>Here is why! \u00a0I work with General Dentists as well as Specialty Practices (Oral Surgery, Periodontal, Orthodontic, Endodontic, Prosthodontic and Pain Clinics) to help them create an exceptional service culture. \u00a0What I have found is\u00a0once we\u00a0eliminated the weeds in their practice they were able to deliver WOW Service! \u00a0A weed is anything that can make a patient feel uncomfortable or unwelcome or could possibly destroy a relationship.<\/p>\n<p style=\"text-align: center;\">\u00a0<strong>Your patients will forget everything except how you made them feel!<\/strong>\u00a0<\/p>\n<p><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/OaZnCu1hc0I\" height=\"315\" width=\"420\" allowfullscreen=\"\" frameborder=\"0\"><\/iframe><\/p>\n<p>\u00a0<br \/>\nIn order to create a W.O.W. Service Culture it is important to focus\u00a0on the patient&#8217;s experience. This means one-sided practice focused rules and procedures have to be eliminated. It is necessary for the entire team to be trained on how to deliver W.O.W. Service. \u00a0It only takes one untrained person to\u00a0create a\u00a0weed experience and lose a patient. \u00a0I teach a 3 step process to help my clients Weed Out the Weeds and create a W.O.W. Service Culture.\u00a0 A team meeting setting works awesome.<\/p>\n<ul>\n<li>The first step is for the team to define their ideal service culture!\u00a0<\/li>\n<li>The next step is to list all the obstacles that may get in the way!\u00a0<\/li>\n<li>The final step is to discuss service strategies and implement SOPs to overcome the obstacles.\u00a0<\/li>\n<\/ul>\n<p>It is important to remember the reality behind exceptional service.\u00a0 Service is a triangle.\u00a0 If you want to deliver exceptional service it usually requires additional time, money or people or all three!\u00a0 If you are unwilling to invest in the 3 the level of service you deliver will be limited. \u00a0<\/p>\n<p>Here are the TOP 10 Service Standards for Delivering W.O.W. Service!<\/p>\n<p>1. \u00a0Smile &#8211; Seriously&#8230;this is the simplest, and the only standard that does not require extra time, money or people and gives the biggest ROI!\u00a0 Yet I can&#8217;t tell you how many people struggle with smiling.\u00a0 For some it&#8217;s like pulling teeth!\u00a0<\/p>\n<p>\u00a02. \u00a0Slow Down &#8211; Yes I know you are trying to be efficient and effective and raise the highest PPH (Production Per Hour) to pay overhead.\u00a0\u00a0 When it comes to service&#8230;if you don&#8217;t take time for your patients&#8230;they will go to an office where someone does!\u00a0 This is one of the biggest complaints patients have regarding service.\u00a0 How effective and efficient are you if you are losing patients.\u00a0 Do you know what your monthly net patient count is?\u00a0 Research shows it costs 6 to7 times more to attain a new patient than it does to retain an existing patient.<\/p>\n<p>\u00a03. \u00a0WIIFTP &#8211; Always ask yourself when you are interacting with a patient&#8230;what&#8217;s in it for the patient&#8230;how I can serve them best at this moment.<\/p>\n<p>\u00a04. \u00a0Own It &#8211; Four magic words in service&#8230;I CAN HELP YOU!\u00a0 Even if that means that you reach out for assistance from someone else.\u00a0 Don&#8217;t refer them to someone else.\u00a0 Because it is YOUR JOB!\u00a0 Your job is whatever legal, ethical and is within your licensure that will help to create a W.O.W. Patient Experience and help the practice thrive!<\/p>\n<p>\u00a05. \u00a0Help Each Other &#8211; In other words team work!\u00a0 It means you ask for help when it could enhance the patient&#8217;s experience.\u00a0 You say yes when someone asks you for help unless you are already with another patient&#8230;even if you don&#8217;t like that person!\u00a0 Part of team work means we play well together and work for the greater good.\u00a0 How ironic that playing well together was expected starting in first grade&#8230;even a part of the report card.\u00a0 Now it often ceases to exist even in the most professional of environments!<\/p>\n<p>\u00a06. \u00a0Be Professional &#8211; Professional can mean many things to different people.\u00a0 Leave nothing up to assumptions&#8230;Establish guidelines and standards for appearance, communication, attitude, and behavior. \u00a0\u00a0I suggest a team meeting and have the team define the standards.\u00a0 When the team establishes the guidelines and standards they are much more likely to embrace and own them!<\/p>\n<p>\u00a07. \u00a0Protect the Privacy of Patients, Employees and the Company &#8211; We are all familiar with HIPAA.\u00a0 Privacy also means no gossip!\u00a0 You can stop gossip in your practice if you don&#8217;t allow it!\u00a0 NO&#8230;women do not have to gossip!!!\u00a0 That&#8217;s a whole other newsletter! J\u00a0<\/p>\n<p>8. \u00a0Maintain a Sparkling Clean Environment &#8211; You may have a janitorial service to assist at night.\u00a0 During the day it is everyone&#8217;s responsibility to maintain the office.\u00a0 If your patient sees dirty gauze on the floor they will assume that the office is not clean\/sterile.\u00a0 If they see a messy and coffee stained reception area they will assume the office is not clean\/sterile.\u00a0 If you see it, clean it or pick it up!<\/p>\n<p>9. \u00a0Be On Time &#8211; I know that you can&#8217;t predict everything to be able to schedule every appointment appropriately.\u00a0 Nor can you just stop working on the patient once their time is up. \u00a0Although there are times we may wish we could!\u00a0 However, if you consistently run behind it is time to evaluate where you run behind and the time you are allowing for those appointments.\u00a0 If your patient always has to wait it becomes a very big weed that could eventually destroy your relationship.\u00a0 They will believe that you don&#8217;t respect them or their time.\u00a0 \u00a0I know of practices where their brand is just being on time and they are thriving because of it!<\/p>\n<p>\u00a010.\u00a0 Practice &#8211; Your patients aren&#8217;t test sites, guinea pigs or experiments. \u00a0 \u00a0Please practice before you ever take anything out on the floor to try on your patients.\u00a0 Practice verbal skills, role playing and even the physical walk through.\u00a0 I can already feel the push back on role playing. \u00a0Ick we hate that!!!\u00a0 If you can&#8217;t say it to each other how in the world can you say it to a patient?\u00a0 You will avoid fields of weeds if you just practice!\u00a0 In Real Estate the 3 magic words are location, location, location well in delivering W.O.W. Service its practice, practice, practice!<\/p>\n<p>\u00a0I ask you to think about what steps you are willing to take to make a difference for your patients.\u00a0 Implementing Service Standards will help you nurture a W.O.W. Patient Environment!\u00a0 Bottom line is that no matter how great of a dentist you are&#8230;your patients will forget everything except how you made them feel!\u00a0 The secret is delivering W.O.W. Service!<\/p>\n<p style=\"text-align: center;\">\u00a0<strong>Research shows that dentists who build their office environment around the patient&#8217;s experience own\u00a0and dominate the market. <\/strong><\/p>\n<p style=\"text-align: center;\"><strong>\u00a0<\/strong>If you would like help creating your ideal W.O.W. Service Culture please\u00a0contact me to learn more about my 2 day onsite training &#8220;Delivering W.O.W. Service&#8221;!\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This month&#8217;s is all about delivering W.O.W. Service!\u00a0 I might as well confess right here right now&#8230;I am an acronym addict!\u00a0 I absolutely love them! W.O.W is an acronym for Weed Out the Weeds!\u00a0\u00a0 Here is why! \u00a0I work with General Dentists as well as Specialty Practices (Oral Surgery, Periodontal, Orthodontic, Endodontic, Prosthodontic and Pain [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,4,5,10,12,17,18,19,22,23,24,25,27,30,34,36,37,38,39,46,49,50,51,53,1,55],"tags":[61,63,68,70,73,76,82,84,87,88,89,90,91,92,93,94,96,98,101,107,111,120,121,124,126,131,138,140,146,149,153,159,160,166,167,169,170,175,178,179,182],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Delivering W.O.W. Service! - Practice Solutions Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.practicesolutionsinc.net\/blog\/2013\/11\/delivering-w-o-w-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Delivering W.O.W. Service! - Practice Solutions Blog\" \/>\n<meta property=\"og:description\" content=\"This month&#8217;s is all about delivering W.O.W. Service!\u00a0 I might as well confess right here right now&#8230;I am an acronym addict!\u00a0 I absolutely love them! 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